- How does TSANet work?
TSANet provides an infrastructure where members agree to collaborate
when a multivendor problem develops. TSANet is not a third-party
service provider. When a problem is identified, members have access to
a database where other members have posted a process for the members of
that relationship to follow to allow the collaboration. There are
several relationships available to members, each of which is unique to
meet the needs of a particular industry.
- What are the benefits of membership?
TSANet membership allows you to use an industry standard solution for
your cooperative support agreements. Current members have experienced
significant savings in both time and money using the TSANet
infrastructure. As the largest multi-vendor alliance in the world,
TSANet is a business and technical forum for cooperative support. While
this communication is continuous, it is also highlighted at annual
members meetings and technical training sessions.
- Will my joining cause an increase in call volume or a decrease in service revenue?
No. With the exception of very few specialized relationships, the
mutual customer is at the heart of every TSANet call placed between
members. How the mutual customer is defined is up to each individual
member. By joining TSANet, you are simply receiving a call from one of
your customers via another member that your customer happened to call
first. You will not be required to accept a call from a member that
does not involve one of your customers.
- What are TSANet ”relationships“ and why are they necessary?
TSANet members have defined several relationships that meet overall
customer demand for cooperative support relationships. Examples include
a general ”best effort“ relationship where requirements to join are at
a lower level than relationships that require 24/7/365 support and the
associated, required response times and escalation.
- Do I have to join TSANet globally to provide follow-the-sun support?
No, you do not. However, a company that joins in one region only must
pass all calls through their corporate office in that region.